Job Description

An exciting opportunity has arisen as a bank administrator to join our team to provide effective & efficient administration duties to support the smooth running of the Patient Access Centre at Liverpool Women's Hospital



The post holder will be responsible for the efficient booking and scheduling of their allocated sub-specialty new and follow up out-patient appointments, whilst maintaining government targets, in accordance with the Patient Access Policy. This will include the monitoring and validating of follow up queues and the building of additional clinics where required.



The post holder will possess the ability to work autonomously, using their own initiative, supported by the Manager as required, as well as working as part of the Patient Access team to deliver the highest standards possible for patients, hospital staff and any other person their duties bring them into contact with.

Clinic & Diary Management:

Manage consultant clinic schedules, including face-to-face, telephone, and virtual appointments, ensuring correct timings and media types.

Patient Communication:

Produce and send appointment letters; liaise sensitively with patients to arrange appointments according to availability and access policies.

Booking & Referral Management:

Register new referrals (electronic and paper), manage e-Referral system tasks, and ensure RTT pathways are accurately maintained.

Queue & Waiting List Oversight:

Monitor and update follow-up queues, prioritise urgent patients, manage DNA (Did Not Attend) cases, and ensure waiting time targets are met.

Liaison & Support:

Act as a point of contact for GPs, patients, and internal staff; handle complex bookings, complaints, and service queries.

General Duties:

Organise interpreters, coordinate additional clinics, and ensure adherence to all Trust and national policies.



Liverpool Women's NHS FT became part of NHS University Hospitals of Liverpool Group (UHLG) in November 2024, following the coming together with Liverpool University Hospitals NHS FT. UHLG was born from a shared aim to improve the care we provide to our patients.



UHLG is one of the largest employers in the region, with over 16,800 colleagues who are dedicated to caring for our communities - from birth and beyond. For the 630,000 people across Merseyside, UHLG is also their local NHS, providing general and emergency hospital care, alongside highly specialised regional services for more than two million people in the North West.



At Liverpool Women's Hospital, each year we deliver approximately 7,500 babies, carry out around 50,000 gynaecological inpatient and outpatient procedures, care for over 1,000 poorly and premature newborns, perform around 1,000 IVF cycles, and conduct over 4,000 genetic appointments.



We believe that this, along with a strong dedication to research and innovation, makes us the specialist health provider of choice in Europe for women, babies and families.



For roles at Liverpool University Hospitals, visit their careers page .



UKVI guidelines prohibits sponsorship for all Band 2 posts. Guidelines state that many non-clinical posts are not eligible for sponsorship. Please use UKVI guidance on Skilled Worker Visas to determine your eligibility for sponsorship if you were to gain a conditional offer for this role.



https://www.gov.uk/skilled-worker-visa/your-job



Complete responsibility for the consultant's clinic diaries, utilising an excellent knowledge of out-patient clinics, including face to face, telephone and virtual bookings, the duration of appointment times as directed by the clinician. Production of letters which inform patients of the appropriate appointment times and media type. The bookings can require sensitive negotiations with patients relating to their availability for clinic, with consideration being given to the correct application of the Patient Access Policy. Support colleagues and Booking Clerks in the handling of complex bookings, and potentially complaints and PALs queries, in relation to allocated sub-specialty. Register new tertiary referrals for allocated sub-specialty onto PAS system within 48 hours of receipt ensuring Referral to Treatment pathways are started / continued appropriately. Undertake analysis of patient tracking lists (PTL) information to ensure appropriate scheduling of patients and clinics in the correct order and undertake data quality reviews and action as appropriate. Organise interpreters where necessary, for patient clinic appointment and maintain records of such bookings for future reference. Maintain and update the clinician's follow up queues when clinically reviewed. Prioritise urgent patients, and ensure government targets for routine patients are being met. Highlight immediately, and in a timely fashion, any conflicts that might mean patient waiting time targets could be breached. A comprehensive knowledge of out-patient scheduling and the different processes followed for paper and electronic, new and follow up appointments is essential. Ability to liaise to successfully book patients into clinic appointments in the out-patients department, produce letters, and cancel and rebook as required. Provide advice and information on procedures, appointments and clinic arrangements to the division within the service. Co-ordinate the requirement for additional clinics, liaising with the Operational Managers Clinicians, Out-Patient Sister and Divisional manager to ensure that clinical priorities and Trust policy is adhered to, which will be reviewed at the weekly Clinic Utilisation Meeting along with the Operational Manager Understand all out-patient activity for sub-speciality within the division. To know the standard operating procedures for consultants in order to answer queries from patients/GPs and other trust staff. To be able to provide cross cover for all other Sub-Specialty Appointment Co-Ordinators and represent the Operational Manager at the Clinic Utilisation Meeting in their absence. Manage systems for accurate filing of paper referral letter information, so they can be retrieved at any given time. Produce statistical information about clinic utilisation and patients who have repeatedly cancelled or deferred. Deal with large volumes of day to day enquires from anxious patients, where there may be language barriers or difficult communication, and also GPs and Trust staff in a courteous, sympathetic manner. Manage new referral worklist using the e-Referral system, accepting, rejecting and re-directing patients as appropriate. Fully understand the Trust's Patient Access Policy relating to 'Patient Choice' and be able to implement systems and answer questions from patients regarding this. Manage paper tertiary referrals received ensuring they are registered within 48 hours and kept in date order. Organise for referrals to be clinically triaged in a timely manner. In exceptional circumstances, the post holder will be expected to carry out any other duties that may be required from time to time in line with the job holder's grade, experience and job title. To understand Referral to Treatment (RTT) ideology from registration, through to treatment and aftercare. To maintain a professional attitude, and be a role model, as a senior administration clerk within Patient Access and support the training requirements of new staff recruited into post. To deputise when required and as appropriate for the Supervisor. To be a 'super user' of all hospital system which include Meditech, CRIS, and in-touch with regards to clinic scheduling, providing expert knowledge and support to the Patient Access & Clerical Manager. To manage out-patient waiting lists ensuring timely and appropriate bookings, resolving or escalating as required. To ensure appropriate management of patients who DNA (do not attend) as per Patient Access Policy. To be conversant with all activities within the Patient Access Centre to provide cover in time of absence. To ensure national, Trust and departmental policies and procedures are understood and adhered to. To contribute to introduction of new IT applications and any other modernisation initiatives. Attend weekly meeting held by Patient Access Manager/Operational Manager to understand incidents that have been entered and share learning points. Contribute to the development of Standard Operating Procedures. Operate within the required behaviours and values of the Trust leading by example in the delivery of the service's performance Communicate and establish working relationships as appropriate in relation to workload, activities, job role with colleagues within the service and across the wider Trust. * The content of this job description represents an outline of the post only and is therefore not a precise catalogue of duties and responsibilities. The job description is therefore intended to be flexible and is subject to review and amendment in the light of changing circumstances, following consultation with the postholder.